Genesys Cloud System Status

Normal Operations

Degraded Operations

Partial Outage

Outage

Under Maintenance

Service

Genesys Cloud Platform Availability*

	Americas (Sao Paulo)	Americas (US East)	Americas (US West)	Americas (Canada)	FedRAMP	Asia Pacific (Mumbai)	Asia Pacific (Sydney)	Asia Pacific (Tokyo)	Asia Pacific (Seoul)	Asia Pacific (Osaka)	EMEA (Dublin)	EMEA (Frankfurt)	EMEA (London)	EMEA (Zurich)	EMEA (UAE)
April	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
March	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
February	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
January	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
December	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
November	100%	99.89%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
October	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
September	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
August	99.97%	99.98%	99.97%	99.98%	99.98%	99.99%	99.99%	99.99%	99.99%	99.99%	99.98%	99.98%	99.98%	99.97%	99.99%
July	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
June	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
May	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
April	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
March	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%
February	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	99.97%	100%	100%	100%
January	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%	100%

* Platform availability may not reflect customer availability

Maintenance Mode Spikes (Global)

Incident Report for Genesys Cloud

Resolved

This incident has been resolved. Root cause was due to an errant application of additional security control policies that led to a temporary failure of API calls across the platform. The change was applied at 14:26 UTC and reverted at 14:29 UTC. By 14:34 UTC, the reverted change was fully propagated. Services scaled to handle the increased throughput during recovery. All health checks were confirmed passing by 15:40 UTC.

Posted 10 months ago. Aug 05, 2024 - 11:55 EDT

Monitoring

All health checks are now passing and throughput has returned to normal. Errors with station association in Americas (US East) have cleared and throughput is decreasing. Dialer tests are now passing in Americas (US East). Monitoring all services to ensure continued stability. Next update 15 minutes.

Posted 10 months ago. Aug 05, 2024 - 11:33 EDT

Update

Regions are passing health checks. Americas (US East) is still seeing errors with phone service (affecting new station association) and errors with dialer campaigns and call back services. Next update 15 minutes.

Posted 10 months ago. Aug 05, 2024 - 11:21 EDT

Update

Services have largely recovered. Teams are monitoring health checks and determining if any additional actions need to be taken to speed resolution. Next update 15 minutes.

Posted 10 months ago. Aug 05, 2024 - 11:05 EDT

Identified

Increased maintenance mode errors have been identified globally. Root cause has been identified and mitigation steps applied. Affected services are in recovery. Next update top of the hour.

Posted 10 months ago. Aug 05, 2024 - 10:48 EDT

This incident affected: Platform (Americas (Sao Paulo), Americas (US East), Americas (US West), Americas (Canada), Asia Pacific (Mumbai), Asia Pacific (Sydney), Asia Pacific (Tokyo), Asia Pacific (Seoul), EMEA (Dublin), EMEA (Frankfurt), EMEA (London), FedRAMP, EMEA (Zurich), EMEA (UAE), Asia Pacific (Osaka)).